000			01505nam a2200169Ia 4500
020			_a8189640577
082			_a658.15 _bCHU
100			_aChurchill, Craig
245			_aMaking microfinance work : managing for improved performance
260			_aNew Delhi _bBookwell _c2009
300			_axiii,416p.
500			_aCONTENTS Acknowledgements v Forewordvi Acronyms ix I. Introduction to Microfinance Management 1. The Manager's Mandate 2 2. Financial Services and the Poor 18 3. Institutional Options 27 4. Strategic Direction 50 II. Markets and Marketing Introduction 61 5. Microfinance market Research 63 6. Product Development 79 7. Communicating Value 95 8. Customer Services 116 9. Customer Loyalty 127 III. Managing risks 10. Introduction to Risk management 144 11. Credit Risk 155 12. Staff Fraud and Security Risk 168 13. external Risks 182 IV. Organizational Architecture Introduction 198 14. Human Resource Management 200 15. Institutional Culture 228 16. Organizational Structure 239 17. Using Organizational Architecture to Manage Growth 255 V. Towards Greater efficiency and Productivity 18. Understanding Efficiency and Productivity 277 19. Performance Incentives 286 20. New Technologies 298 21. Managing Change 317 22. Costing and Pricing 337 23. Plans, Budgets and Reports 352 24. managing Performance 377 Bibliography 391 Index 399
700			_aFrankiewicz, Cheryl
890			_aIndia
891			_aSP/IP
999			_c21541 _d21541